Case Study: Large U.S. city achieves unified, cloud‑enabled citation services and improved citizen experience with Kyndryl

Unifying digital experiences and ongoing innovation in citizen services

The Citation Administration department for a Large U.S. City needed to modernize parking, red‑light and speeding citation services to give citizens faster, more convenient digital access and reduce costs. Kyndryl, which builds and manages the city’s citation application, was engaged to cloud‑enable the legacy system and introduce an omnichannel contact center (Amazon Connect) as the foundation for a unified citizen experience.

Kyndryl planned and executed a migration to AWS using infrastructure‑as‑code, integrated Amazon Connect for voice/chat and skill‑based routing, and deployed Kyndryl AIOps and Kyndryl Bridge to automate and optimize cloud operations. The project migrated 90 million records, decommissioned more than 40 physical servers, right‑sized the fleet, enabled virtual hearings, and delivered a more flexible, scalable and cost‑effective platform that accelerates issue resolution and enables future data analytics and generative AI—achievements driven by Kyndryl.